Quality Assurance Manager - KL

Teleperformance; Petaling Jaya; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Quality Assurance Manager to lead initiatives in a fast-paced environment. This role involves managing a QA team, driving quality improvement projects, and collaborating with cross-functional teams to ensure exceptional support experiences. The ideal candidate will possess strong management and communication skills, with a proven track record in quality assurance within the BPO sector. If you are passionate about quality and eager to make a significant impact in a global team, this opportunity is perfect for you.

Qualifications

• 3+ years of management experience in BPO or contact centres.
• Strong experience with Excel and quality improvement initiatives.

Responsibilities

• Lead a QA team and manage quality assurance audits.
• Drive continuous improvement and quality strategy within programs.

Skills

Management Skills

Communication Skills

Critical Thinking

Problem-Solving Skills

Collaboration

Education

Quality Certification (e.g. Lean Six Sigma, TQM)

Tools

Excel (PivotTable, Charts, Statistical functions)

Job description

Qualifications

Requirements

• Experience in managing quality in Business Process Outsourcing or Contact Centres leading cross functional quality improvement projects and teams
• 3+ years of demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
• Proven track record of collaborating with cross-functional groups to produce results
• Demonstrated ability to perform well in a rapidly changing and extremely global team
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
• Excellent communication skills
• Strong critical thinking and exceptional problem-solving skills
• Proven track record of breaking down complex process and identifying key pain points in order to deliver business improvements at the regional or global level
• Passion for our mission of ensuring a world class support experience for our community
• Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus

Responsibilities

Key Responsibilities:

• Lead and manage a QA team - introduce and manage initiatives related to quality assurance audits, drive audit automation and efficiency, effective client and program level engagements, work with the operations leaders to drive ops quality improvement.

• Actively use Lean 6 Sigma in projects to completion and quantification of impact. Collaborate with Training using data analysis to identify areas of opportunities to introduce training or coaching to further improve quality in operations.

• He/she will be responsible for setting and driving the Quality strategy within the programs in KL/PJ site and in accordance with the Teleperformance BEST QA standard. He will drive continuous improvement within the programs he supports.